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Ultimate Guide to CRM: 5 Essential Questions and Answers
When you run a business, keeping your eye on every segment can be difficult. If you’re at the same time concentrated to sales, marketing, customers and accounting, you can easily get distracted from your primary business goal – and that's is never the right solution.Technological development has impacted almost every element of people's lives, and it's becoming an essential part of it. However, its influence has brought a lot of different and useful features that significantly help your growing business – and you should take advantage of them! So, meet the CRM – your new ally in providing the best approach to your customers!
1. What Is CRM?
CRM (Customer Relationship Management) is one of the business technologies whose focus is on meeting the customers’ needs – in that way, you’ll see what your customers and potential buyers expect from your products, and you'll start implementing the relationship and interaction with them.
CRM system can be used by:
- Marketing team – they can use CRM system to identify if they are targeting Ideal Customer Profiles (ICPs), right industry and accurate geographic zone.
- Sales department – CRM is quite essential for the Sales department – they use it to track and develop sales productivity, to analyze industry trends and to enhance the strategies they use in everyday tasks.
- Customer support staff – CRM tool allows Customer support to have an insight into the buyer’s issues in the past. In that way, they can come up with new, better solutions of how to help the customers anytime.
So, the aim of CRM software would be keeping the customers happy. By meeting their needs, you make sure they stay loyal to your products and your company – and building a strong relationship with them is a key to long-lasting success.
2. What Is a CRM Software Used For?
Now that you know the CRM meaning let's move on with its use and function.Let's start with the above mentioned CRM users – Marketing team, Sales department, and Customer support stuff. What if all of them need the customer's information at the same time? It would be a mess if they started knocking on each other’s office doors every day asking for files and folders – and that would definitely lead to the business and organization collapse. So, it's evident that you need a more practical solution which would be available for anyone, anytime – by implementing the CRM to your business, you make sure that all the departments can easily access to the desired data, without unnecessary papers and datasheets.
And how it works?CRM represents a vital connection between the seller (you) and the buyer (customer). It starts by collecting the crucial information about the customer – website, e-mail address, cell phone number, social media data, and more stuff that it finds valuable – therefore, it helps you find new potential clients. And there is more – the CRM systems connect to other business software as well providing you with a 360-degree view of your customer. By integrating with those apps, a CRM system allows you to work with the tools like document signing, surveys, billing, and accounting which leads to founding a stronger relationship with your customer. Also, newer CRM platforms come with the feature which can "predict" how the customers will feel and act so that you can prepare for their reaction. So, you can completely forget about finding and attracting the customers yourself – the CRM will do it for you.
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3. How Can CRM Software Help Your Business?
Every business person in the world must think about the future of the company and develop the strategies to provide permanent business growth. Again, CRM software makes it easier!CRM software can be observed as a medium between you and your clients, so, it helps you by showing you the customizable dashboard where you can see the previous history with your customers and you, the status of their orders and even the posts they’re sharing about you and your competitors on social media.
Here is a list of 5 benefits you get by using the CRM system:
- Improved relationship with customers – CRM provides you with the info that helps you recognize people and their needs. In that way, you can quickly come up with the idea of how your business can work for them in the best way.
- Minimized data entry – your everyday tasks like signing up documents or sending welcome e-mails are now automated. So, no need for demanding data entry.
- Enhanced communication and collaboration – CRM facilitates and strengthens everyday communication not only between the departments but also between you and your customers. It provides better information flow, and there are fewer gaps and misunderstandings.
- Visualized pipelines – the term pipeline management is referred to the CRM system, and it's a process of directing future sales in various stages. CRM gives you day-to-day visual insight into the statistics of your sales which helps you prioritize the deals and stay committed to the result.
- Higher income – CRM tool helps you identify the right moment for selling the products, which leads to more successful rates and higher revenue.
4. Is CRM Software Essential for Small Business?
Almost every business is small in the beginning. As time passes, it starts developing and growing; thus, it requires more dedication and better organization.When running a small business, it's vital to make an effort and get everything done on time. If your team is not well organized, you may start losing the customers and contacts before you've even started providing the services you offer. Hence, you need to do something to prevent a potential failure.
Have a look at these 3 benefits of using the CRM software for small business:
- Enhance sales efficiency – CRM helps salespeople organize the customers’ information, interactions with them and sales opportunities in one place. In that way, they can access the info anytime, and get in touch with the customers again.
- Maintain the long-lasting relationship with customers – the most common mistake small business owners make is neglecting the collaboration with existing customers. CRM will capture signs of unhappy customers, and it'll develop the activities which can stop your customers for leaving or which can encourage you to reward loyal and profitable ones.
- Improve sales strategy – CRM gives you an insight into the earlier sales rate, and that can help you develop a new and better sales strategy. Besides, the software gives you an opportunity to see where you should focus your sales in the next quarter which allows you to take advantage of any circumstance. CRM is a good starting point for every small business. As you can see, it tends to organize the most important data about customers and sales, and it helps you implement an efficient strategy for enhancing your business performance. If you still don’t own the CRM system, check out Microsoft Dynamics 365, Zoho CRM, Salesforce CRM or any other software you consider optimal for your business needs.
5. What If I Don’t Use CRM Software?
While you were reading the article, you probably asked What happens if I don’t use the CRM software? That's a reasonable question since everybody wants to cut extra costs of paying for a program which might not be necessary.However, the lack of CRM in business can cause a lot of distractions and issues when it comes to the organization within the company. Nobody can do everything, and that’s why every business, small or big, have a couple of departments which need to be connected somehow – and CRM tool makes it possible.
Have a look at the list of 4 disadvantages of not implementing the CRM:
- More administration and papers – salespeople mostly spend a lot of time outside the office finding valuable information about customers. Without CRM, all that useful data usually gets stored in the notebooks, sticky notes, laptops or in the salesperson’s head, and it’s not available to the other sectors who need it as well.
- Losing the essential details – when you’re stuck with a lot of work, you can easily get lost in a bunch of new tasks and information. For instance, you can forget about the scheduled meeting, or you can omit to prioritize the customers.
- Bad customers’ feedback – without the common platform, you’ll be unable to respond to your customer’s question, demand or issue properly and on time. It may lead to negative feedback which can discourage the potential buyers and you can even lose the existing ones
- Waste valuable selling time – when you’re trying to concentrate on everything, you often lose sight of the most important factors such as selling. Creating the reports manually requires hard work, and you waste the valuable time you could dedicate to something more significant. So, you don’t have to use the CRM systems at all costs, but that will significantly impact your business performance in a negative way. Take advantage of the existing technology which offers essential features which make your life and business easier and more productive.